Omnichannel customer journeys are helping to close the gap between the digital and physical customer experience and provide speed, flexibility, reliability and transparency for your customers to integrate your brand into their life. What makes omnichannel so challenging is the necessity to scale a variety of customer journeys in real-time as customers are changing.
How can you bring together the advantages of digital-only and the customer need for personal contact with their bank, enabling self-service and also providing personal consultation? Omnichannel will bring all the advantages of digital and personal channels to customers. The challenge that lies ahead is the ability to steer customer demands in the right channel depending on the value and the complexity of the requested service. Managing the different channels in the most cost-effective way and also providing a superior customer experience is the key to success.
This session will help you learn what you can do at your stage of development to lay the foundations for a successful omnichannel strategy using AI - from defining customer personas, identifying channel preferences to optimising your supply chain.
Head of Digital Processes & Omnichannel